A tailored course, built for your situation
Premium engagement picks with ISO 20000
Access higher-margin service delivery opportunities by mastering ISO 20000 alignment in complex client environments
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Who this is for
Senior service delivery leaders in global IT firms who lead client engagement design and scoping
Who this is not for
Entry-level consultants, auditors focused on compliance checklists, or practitioners without client-facing scoping authority
What you walk away with
- Identify client opportunities where ISO 20000 alignment increases deal value
- Structure scoping documents that justify premium service tiers
- Differentiate from competitors using documented service framework maturity
- Lead renewal conversations anchored in measurable service improvements
- Position CGI as the default partner for service management transformation
The 12 modules (with all 144 chapters)
Module 1. ISO 20000 in strategic client conversations
Position ISO 20000 as a business enabler during initial discovery, not a compliance afterthought.
12 chapters in this module
- Framing service quality
- Linking standards to outcomes
- Client maturity assessment
- Mapping pain to structure
- Early-stage alignment
- Value-based scoping
- Avoiding checkbox traps
- Identifying expansion triggers
- Stakeholder mapping
- Defining success metrics
- Setting expectations
- First-mover advantage
Module 2. Scoping ISO 20000 for premium positioning
Design engagement boundaries that emphasize capability over compliance.
12 chapters in this module
- Scope with intent
- Differentiating tiers
- Pricing for maturity
- Exclusion rationale
- Change control design
- Integration touchpoints
- Client readiness scoring
- Baseline assessment
- Gap framing
- Roadmap sequencing
- Deliverable staging
- Review cadence
Module 3. Building client-specific service models
Adapt ISO 20000 to reflect unique client operations without diluting standards.
12 chapters in this module
- Process customization
- Naming conventions
- Client-specific workflows
- Ownership definition
- Role mapping
- Integration logic
- Exception handling
- Approval hierarchies
- Tool alignment
- Reporting layers
- KPI alignment
- Review triggers
Module 4. Documentation that sells value
Create artefacts that position depth and justify premium pricing.
12 chapters in this module
- Executive summaries
- Process narratives
- Control placement
- Evidence mapping
- Maturity ratings
- Improvement pathways
- Visual roadmaps
- Before after comparison
- Version control
- Audit readiness cues
- Stakeholder views
- Renewal prep
Module 5. Client readiness workshops
Lead sessions that secure buy-in and position CGI as the trusted guide.
12 chapters in this module
- Workshop design
- Stakeholder alignment
- Readiness scoring
- Gap prioritization
- Capability mapping
- Resource planning
- Timeline framing
- Ownership assignment
- Success tracking
- Milestone setting
- Risk communication
- Progress signaling
Module 6. Process integration strategy
Embed ISO 20000 into existing client operations without disruption.
12 chapters in this module
- Integration assessment
- Dependency mapping
- Phased rollout
- Service handoffs
- Cross-functional alignment
- Data flow design
- Tool interoperability
- Role clarity
- Escalation paths
- Feedback loops
- Audit integration
- Continuous review
Module 7. Change control in live environments
Manage updates without eroding client confidence or standards alignment.
12 chapters in this module
- Change types
- Approval levels
- Emergency protocols
- Stakeholder comms
- Risk assessment
- Backout planning
- Documentation updates
- Version tracking
- Client review
- Audit trail
- Post-change review
- Lessons capture
Module 8. Performance measurement frameworks
Define and report on metrics that reflect real improvement and justify ongoing investment.
12 chapters in this module
- KPI selection
- Baseline setting
- Target definition
- Reporting frequency
- Dashboard design
- Stakeholder views
- Trend analysis
- Root cause review
- Service review rhythm
- Benchmarking
- Improvement backlog
- ROI framing
Module 9. Continuous service improvement planning
Lead clients beyond certification into sustained value delivery.
12 chapters in this module
- CSI register
- Initiative prioritization
- Benefit estimation
- Resource planning
- Client involvement
- Progress tracking
- Review meetings
- Outcome validation
- Adjustment logic
- Knowledge transfer
- Scaling success
- Renewal linkage
Module 10. Vendor and third-party alignment
Extend ISO 20000 principles across partner ecosystems.
12 chapters in this module
- Vendor assessment
- Contract alignment
- Performance monitoring
- Audit rights
- Compliance verification
- Onboarding process
- Integration support
- Issue resolution
- SLA integration
- Risk ownership
- Review cycles
- Exit planning
Module 11. Internal capability development
Scale team readiness to deliver consistent ISO 20000-aligned outcomes.
12 chapters in this module
- Team onboarding
- Role clarity
- Knowledge management
- Quality assurance
- Mentorship design
- Skill gap analysis
- Training rhythm
- Certification path
- Internal audits
- Lessons sharing
- Playbook updates
- Leadership alignment
Module 12. Scaling premium engagement delivery
Systematize success to increase win rate on high-value opportunities.
12 chapters in this module
- Engagement templates
- Scoping accelerators
- Client onboarding
- Delivery consistency
- Team scaling
- Quality benchmarks
- Feedback integration
- Win loss analysis
- Market positioning
- Case study development
- Sales enablement
- Renewal automation
How this maps to your situation
- Leading client scoping calls
- Designing service improvement roadmaps
- Responding to RFPs with maturity differentiation
- Leading post-sale onboarding
Before vs. after
Before
Reactive engagement scoping with limited differentiation
After
Proactive leadership on high-margin ISO 20000-aligned service delivery
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3 hours per module, designed for completion over 12 weeks with implementation pacing.
If nothing changes
Continuing to compete on availability rather than strategic value limits margin growth and client retention.
How this compares to the alternatives
Most ISO 20000 training focuses on auditor preparation or internal compliance. This course is exclusively for client-facing leaders who shape service delivery strategy and want to increase deal value through deliberate framework alignment.
Frequently asked
Who is this course for?
Senior practitioners leading client engagement design and service delivery in global IT firms.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this cover audit preparation?
Only as it relates to client confidence and renewal, focus is on strategic positioning, not compliance checklists.
$199 one-time. Approximately 3 hours per module, designed for completion over 12 weeks with implementation pacing..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours